ComplaintsforColumbia Fence, LLC

• Initial Complaint

  10/04/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Privacy fence with entrance gate installed by Columbia Fence 11//22/21. On 8/6/22 (Saturday) noticed that entrance gate is warped and will not close properly. Have been calling Columbia Fence since 8/8/22 to have entrance gate repaired (under warranty). Called Columbia Fence every other day and spoke to ***** to get issue resolved. I explained to ***** that I had secured the entry gate with a small bungee cored to keep the gate closed. ***** advised, "keep using the bungee cord." Each time I called ***** would tell me that she would call me back by end of day each time I called on 9/7/22, 9/8/22 & 9/9/22 and calls started going to voice mail and I left messages. Called again 9/12/22 and could not even leave a message as voice mail box was full. Called again 9/13/22 & 9/15/22 and got voice mail again and left messages and no return phone call. Called again 9/19/22 and **** answered and advised her why I was calling. *****, owner of Columbia Fence picked up the extension and started yelling at me that he fired ***** and did not receive any of the messages (he is the owner and should be checking messages also!) he is only getting 3 hours of sleep a night and that if ***** had been reelected this would not be happening and this is all ******* fault. I told ***** I did not call to discuss politics and wanted to know why no one has returned my call. He then said " are you effin deaf, I told you I fired ***** and did not get any of the messages!" I told ***** I didn't appreciate being talked to in that manner. ***** then advised that he would contact me within 2 weeks to set up an appointment to look at the issue with the privacy fence entrance gate. On 10/3/22 I again called Columbia Fence and spoke to Heidi who advised ***** had my paper work and she would call me back by end of day. Again no return call. Called again 10/4/22 and call went to voice mail. I left another message. This has been going on for nearly 2 months and I need help resolving this issue.

  Business response

  10/13/2022

  RECEIVED VIA EMAIL BY BBB STAFF MEMBER:

  ***** did not receive any repairs written up for this job.  Again as mentioned above the office staff was let go and ***** has been made aware of the gate issue.  He spoke to ***** and told her he would try to have someone out there within 2 weeks.  Several jobs within the last 3 to 4 weeks have had issues that have required numerous extra hours & days that were not anticipated.  Our new office assistant has been in contact with *****, we did not forget about her gate needing repaired we just have not been able to make it there.  ***** spoke to ***** today and he scheduled her repair for Tues 10/18/22.

  Customer response

  10/13/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  ***** did personally call me today and he set up an appointment for 10/20/22 to make repairs.  Any further issues occur and I will be reopening my complaint.
  
  Regards,
  
  ***** ******
  
  

  
  

• Initial Complaint

  10/01/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Columbia Fence installed a 6' fence and 2 gates. Costing over 13,000 dollars. ***** the owner seemed to be a stand up guy. Work was completed in a timely fashion, good guys. But, there was an issue with 4 ft. Gate. Yes, open and closed fine at the beginning. But, after one month it would bind between posts, not open or close without forcing. That day first call was made, talked to *****'s girlfriend. Nest 2 calls were left on answering machine. Two weeks ago, I went to office. Asked for *****, was in meeting with crew. Gave the girl all the information, yet still no return call nor repair has been made.

  Business response

  10/13/2022

  RECEIVED VIA EMAIL BY BBB STAFF MEMBER:

  The repair was written up and given to the office assistant.  It was her job to go over with the owner (*****) to schedule.  Unfortunately ***** never received this repair.  He has reached out to **** and he has scheduled the repair for today, Thursday, 10/13/22.

  Customer response

  10/13/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  **** ******
  
  
  

• Initial Complaint

  09/28/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Placed deposit of 50% of funds for chain link fence on 6/24/2022. Was told it would be about 5-7 weeks before installation due to holiday, which we completely understood. During week 7, my husband called on 8/8 to see approximate install date. We were told it would be about 2-3 weeks more due to weather, they are still working on May invoices. Heard nothing, so I called back 8/30, girl I spoke with couldn't find out file and said it must be with owner and we would get a call within the next 2 days. Never heard back, called back 9/7. Girl said owner was in the back yard but would call us back within next 2 days. Again, never heard back, called 9/12 and said we would be scheduled in next 2 weeks. They finally called us 9/22 to schedule, and we called back to confirm for 9/27 between 2-4:00 pm for post installation. No one showed up or called to say they were not coming. Tried calling multiple times, as did my husband, no answer and mailbox full. Sent an email that evening, saying I expected a call to be rescheduled this week. Heard nothing, so I tried calling but no answer and mailbox full. Contract states work would begin within 12 weeks, we are currently on week 14.

  Business response

  10/13/2022

  RECEIVED VIA EMAIL BY BBB STAFF MEMBER:

   ***** did not receive messages that ** * *** ****** were trying to get a status.  As mentioned above we had to let our office employee go because work simply wasn't getting done and messages were not being relayed to ******  Several of our crew leaders came down with covid, there were a few weather delays and some materials were on back order from our supplier.  ***** completed their job on 10/7/22.

  Customer response

  10/13/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I am glad to see they let go of their office worker but they do need to make sure they communicate with customers. Had we been notified throughout the process, I would not have made this complaint. I understand things happen beyond people’s control but be sure to keep your customers up to date on the status. 
  
  Regards,
  
  ***** ******
  
  
  

• Initial Complaint

  08/20/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I got an estimate for a garbage can fence install and was quoted 6 weeks. I gave a deposit and have not heard from anyone in 5 months. All calls are never return. All I want now is a refund of my money immediately.

  Business response

  10/13/2022

  RECEIVED VIA EMAIL BY BBB STAFF MEMBER:

  ******* ordered a gate that was considered a special order.  In our contract it states that a job cannot be cancelled due to "it taking too long".  Special orders are out of our control 100%.  We are at the mercy of the manufacturer, which since covid the wait for special orders is in our opinion ridiculously too long.  We ordered his materials, they did not come in yet, he cancelled and took 100% of his down payment back $800.00, plus the 4% credit card fee we charged of $32.00.  So we are out the 4% fee for running the card and whatever the percentage is for a returned payment with the credit card company AND we will have to pay for his materials when they come in, as special orders cannot be cancelled with the manufacturer.  ***** spoke with ******* and told him if he wanted to go with a style of fence we had in stock he could do the garbage enclosure immediately.  ******* said, no.  He was getting his money back and had already contacted other businesses to do the work.  
  

  
  

  Customer response

  10/13/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  ******* ********
  
  
  
   ***** spoke with ******* and told him if he wanted to go with a style of fence, we had in stock he could do the garbage enclosure immediately. Which is false he told me my materials have come in and I said Well it's been over six months without anyone EVER returning my calls, contacting me with an update or any communication at all. I have chosen to take my business elsewhere with a company that I have been in contact with. He said DID I want a refund I said absolutely. Don't try to put bad communication back on to the costumer as I have phone records of every call, I made to this company endless times. Had I gotten updates on the process I would have been more inclined to use them. The fact that I couldn't get a simple returned phone call in six months is ridiculous and I don't want to do business with a company like that. Im not the only complaint on this sight that had the exact same problem, so it isnt us its the company. I can only imagine the run around I would get for a warranty repair if needed, no thanks. 

• Initial Complaint

  09/23/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On September 21st at approximately 7pm there was a crew removing a pre-existing fence and installing new posts at my neighbor's house. I looked out my back window to notice 1 employee standing in my driveway and another near the front corner of my garage. At that time I noticed a portion of my garage siding missing at that front corner and walked outside and looked at it. When I went outside one of the employees asked me if there was a problem and I told him the front corner of my garage wasn't like that. He said they weren't even working there. This is false because the previous fencing was all down that side of my garage about 2-3 feet from my garage. I went back inside to get my keys to move my vehicles because the employees moved my fence gate right in front of my vehicle and I didn't want to risk damage to my cars. When I went back inside and looked out my window again I noticed posts being leaned up against my garage. This was not my job so no materials should be on my property.

  Business response

  10/08/2021

  After meeting with the workers on this job, we have determined that the damage was not done by any worker from our company. Columbia Fence will not be held accountable.

  Customer response

  10/08/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  **** *******
  
  
  
  
    There is proof of obvious disregard for my property as the company was putting materials against the garage they damaged. Company also gave my wife an invalid email when she called to discuss. No attempt was made by the company to reach out to discuss the damage. Not looking for full siding repair but just the damaged piece running down the corner.

• Initial Complaint

  08/18/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  we had this company install a new driveway gate on 3/4/21. Initial teardown was done quickly, but it was difficult to get them back to finish the job. When gate was installed I questioned some of the wooden pickets used. The man installing said if they went bad to call for replacement. Two of the pickets went bad and we called acouple of weeks ago. We were told the pickets were not covered and there would be a $50 dollar charge to replace them. we were upset but wanted the gate repaired so we told them to come and do it. Iwas not home when the repair was done. one of the pickets replaced was looked fine and is acceptable. The other picket is horrible and does not conform to the rest of the gate. The other picket looked like a leftover and is in horrible condition. We have called and emailed to have that one picket replaced and receive no callbacks or corespondence of any type.

  Business response

  09/03/2021

  This issue was resolved 9/2/21.

  Customer response

  09/03/2021

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ****** *****
  
  
  

• Initial Complaint

  08/01/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 3-25-21 sales person **** ***** wrote up a contract for a tear out and install a vinyl fence to match pre-existing fence. **** quoted a price of $1,600 and said it would take 16 wks due to the color (clay).I needed to place half down ($800).ON 3-26-21 I went to COLUMBIA FENCE and gave them a check ($800).When in show room I noticed my fence and office person said color was wrong on contract and changed color to tan and also date of install 4 -6 wks . After 17 wks owner BRIAN called, said install would be next day and said there would be a extra $190 because of material cost ! ! agreed. When crew arrived they informed they where short 16 ft of fence. I looked at contract and **** crossed out correct measurement (in over all length box) and placed incorrect length out side of box. I asked crew to install what they had .Crew said style of fence and caps did not match! BRAIN said no refund, no install date. Cost him $900 , said to busy for install this year! ! NO NEW CONTRACT !

  Business response

  09/03/2021

  On the contract it was never stated that we were to match any existing fence. Our supplier has not had any tan vinyl in stock since 2020 due to resin and labor shortages. We had to special order a different style of tan since we had no sort of time frame for when our stock material would become available again. In our contract it states "due to supplier's schedules, we cannot ensure any time frame for special orders." When we were made aware of the issue we informed the homeowner that we were still unable to get the style of fence that matched their existing fence, and that we would contact them as soon as we heard from our supplier as to when the material would become available again. Our supplier contacted us on 9/2/21 and told us that they had received the material needed to complete this job. We then contacted the homeowner on 9/2/21 and scheduled them for 9/7/21. We have never told any customers that we are too busy to install a fence this year, only that we cannot guarantee any time frame for special orders.  

  Customer response

  09/10/2021

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  **** *******
  
  
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩